Method and system for facilitating mediated communication

ABSTRACT

One embodiment of the disclosures made herein is a method for facilitating mediated communication. In such an embodiment of the disclosures made herein, a voice-based communication request transmitted from a first communication device is received by a mediation system. The voice based communication request is requesting voice-based communication between the first communication device and a second communication device. In response to receiving the request for voice-based communication, a capability of the first communication device for communicating via a prescribed text messaging protocol is determined. Facilitating presentation of a text messaging follow-through action at the second communication device is performed in response to determining that the first communication device is capable of communicating via the prescribed text messaging protocol.

CLAIM OF PRIORITY TO PRIOR PATENT APPLICATIONS

This application is a Continuation-in-Part Application of U.S. patentapplication Ser. No. 09/829,515 filed by Richard L. Schwartz and StuartEvans on Apr. 9, 2001 now U.S. Pat. No. 6,950,503 entitled “Method andSystem for Facilitating Mediated Communication” which claims priority toU.S. Provisional Application Ser. No. 60/258,144 filed on Dec. 22, 2000by Richard L. Schwartz et al. and entitled “Method and System ForFacilitating Virtual Mediation in a Voice-Data Environment.”

This Continuation-in-Part Application also claims priority to U.S.Provisional Application Ser. No. 60/344,299 filed by Uwe Luebrig et al.on Dec. 28, 2001 entitle “Method and System Utilizing the SubscriberIdentity Module of Mobile Equipment for Called-Party Inbound Voice CallNotification Resulting in a Real-Time Personalized Multi-Level MenuDialog with the Caller.”

FIELD OF THE DISCLOSURE

The disclosures herein relate generally to communication systems andmore particularly to methods, systems and apparatus for facilitatingvirtual mediation in a voice and/or data environment.

BACKGROUND

Mobile communication devices, such as cellular telephones, two-waypagers, and wireless enabled personal digital assistants, have becomemainstream. Through the use of one of these mobile communicationdevices, a person is accessible for participating in interactivecommunication as they engage in their daily activities. As a result,people are now more accessible than ever.

However, as a result of being more accessible, people are also now moreunavailable for participating personally in interactive communication.In many instances, even though a person is accessible for communication,it is often inconvenient or inappropriate for the person to personallyengage in interactive communication. For example, while in a meeting, aperson may be accessible via their mobile communication device. However,during the meeting and for any number of reasons, it may beinappropriate or inconvenient for the person to attend personally andinteractively to an inbound communication. This may be the case eventhough it is a telephone call or text message that the person needs toor would like to respond personally and immediately.

Call waiting, call return, voice mail, electronic assistants and unifiedmessaging systems illustrate examples of conventional communicationsolutions. Such conventional communication solutions are limited intheir ability to facilitate an interactive communication activity in apersonalized, time-sensitive and dynamic manner when one or moreparticipants associated with the interactive communication activity areprecluded from attending personally to the interactive communicationactivity. Specifically, conventional solutions help with call filtering(e.g., via caller id or electronic communication assistants). Theseconventional solutions do not address the process of actuallycommunicating with another party beyond facilitating manual interventionon the subscriber's part or call redirection (e.g., call forwarding ordivert, follow-me). That is, they may result in a communication beingredirected to another device, but do not interactively and dynamicallyassist with the actual communication dialog.

Therefore, a method for enabling interactive communication to befacilitated in a manner that overcomes the limitations of suchconventional communication solutions would be useful.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram depicting an embodiment of a communicationsystem including a mediation system capable of mediating in anenvironment including voice-based and data-based communication.

FIG. 2 is a block diagram depicting an embodiment of an apparatuscapable of facilitating mediated follow-through operations viavoice-based and data-based communication.

FIG. 3 is a diagrammatic view depicting an embodiment of a menu forspecifying an availability status.

FIG. 4 is a diagrammatic view depicting an embodiment of a mediationsubscriber policy.

FIG. 5 is a flow chart view depicting an embodiment of a method forfacilitating a mediation session initiated by an inbound communicationrequest.

FIG. 6 is a diagrammatic view depicting an embodiment of a sequence ofevents associated with deferring an inbound call from a mobile telephoneto a mediation system.

FIG. 7 is a block diagram view depicting an embodiment of a mediationsubscriber profile including a plurality of information data sets.

FIG. 8 is a diagrammatic view depicting an embodiment of steps forperforming an operation of updating the subscriber profile.

FIG. 9 is a diagrammatic view depicting an embodiment of steps fordetermining context and behavior to facilitate the preparation offollow-through actions.

FIG. 10 is a flow chart view depicting an embodiment of a method forfacilitating a mediated follow-through operation.

FIG. 11 is a flow chart view depicting an embodiment of a method forfacilitating a mediation session initiated by an outbound communicationrequest.

FIG. 12 is a diagrammatic view depicting an embodiment of a sequence ofevents associated with requesting mediation of an outbound communicationusing a mobile telephone.

FIG. 13 is a flow chart view depicting an embodiment of a method forperforming a mediated follow-through operation to alter a pendingmediated commitment in response to one or more context components beingaltered.

FIG. 14 is a diagrammatic view depicting an embodiment of a sequence ofevents for altering an availability status using a mobile telephone.

FIG. 15 is a flow chart view depicting an embodiment of a method forfacilitating a mediation session for making a mediated servicecommitment.

FIG. 16 is a flow chart view depicting an embodiment of a method offacilitating a mediated follow-through operation with a servicemanagement system.

FIG. 17 is a diagrammatic view depicting an embodiment of a sequence ofevents for requesting a mediated service commitment using a mobiletelephone.

FIG. 18 is a flow chart view depicting a method for enabling response toa request for voice-based communication via text messaging in accordancewith an embodiment of the disclosures made herein.

FIG. 19 is a flow chart view depicting a process for facilitating a textmessaging response to a request for voice-based communication inaccordance with an embodiment of the disclosures made herein.

FIG. 20 is a flow chart view depicting an embodiment of a method offacilitating a call back option that can be handled in a differentmanner.

DETAILED DESCRIPTION

Referring to FIGS. 1 and 2, a mediation system 10 facilitates mediationbetween a mediation subscriber 12 and a mediated party 14. The mediationsubscriber 12 communicates with the mediation system 10 through amediation subscriber communication device 16. The mediated party 14communicates with the mediation system 10 through a mediated partycommunication device 18.

As depicted in FIG. 1, communication associated with the mediationsubscriber communication device 16 is facilitated in a data-based mannerand communication associated with the mediated party communicationdevice 18 is at least partially facilitated in a voice-based format.Accordingly, the mediation subscriber communication device 16 and themediated party communication device 18 are devices capable of receivingand transmitting information in a data packet format and a voice-basedformat, respectively.

One aspect of the disclosure herein is that data-based communication isadvantageous relative to the mediation subscriber 12 engaging inmediation activities. Specifically, data-based communication permits themediation subscriber 12 to manage mediation activities in atime-sensitive, concise and interactive manner. Data-based communicationpermits the mediation subscriber party 12 to engage in mediationactivities in situations where voice-based communication would beinconvenient, inappropriate or both. For example, voice-basedcommunication proves to be less than desirable and effective insituations such as meetings or public spaces where audibly responding tocommunication activities is often inconvenient and inappropriate.Through the use of data-based communication, the mediation subscriberparty 12 may engage in mediation activities in a non-disruptive mannerby responding in a data-based format to information presented in adata-based format.

The use of data-based communication provides a quick, less disruptiveinterrupt for the mediation subscriber 12. Responding to communicationsin a data-based manner rather than a voice-based manner only requiresglancing down and the pushing of buttons. This type of an interruptioncan typically be tolerated without significantly disrupting thesurrounding activities. There is no such voice-based communicationequivalent for inaudibly and time-effectively responding to acommunication in a voice-based manner. For example, it is time consumingto answer a call, engage the other party, explain that you areunavailable, and (for example) find out from the mediated party if youcan call back when your meeting is over. In a voice-based format, thistype of communication can be significant. Furthermore, call screening orother filtering systems offer little relief in this regard because theydo not promote communication with the mediated party.

One method for accomplishing data-based communication includescommunicating information via data packets. General Packet Radio Service(also referred to as GPRS) is a packet-based service that allowsinformation to be sent and received, as data packets, across networks,such as digital cellular networks that support GPRS. For example, aGlobal System for Mobile Communications (also referred to as GSM)network is one example of a digital mobile telephone network that can beconfigured to support GPRS. GPRS facilitates transmission of datapackets between mobile communications networks and the Internet. As aresult, GPRS is considered to be a sub-network of the Internet with GPRScapable mobile phones being viewed as an access device. Accordingly,access to the Internet is available to mobile users via GPRS.

Data packet network services, such as GPRS, bring together high-speedradio access and Internet Protocol (IP) based services into one,powerful environment. IP is a packet-based protocol associated with theInternet that allows active communication devices to be “on line” at alltimes and only pay for data that is actually sent or received. In thismanner, a connection between an active communication device and thenetwork is always present. As a result, data is sent and received moreefficiently than commercially implemented switched-based protocolbecause a network connection does not first need to be established.

GPRS is designed for digital cellular networks (GSM, DCS, PCS, TDMA).For example, with respect to GSM networks, GPRS can be viewed as anoverlay network onto second-generation GSM networks. It utilizes apacket radio principle and can be used for carrying subscriber packetdata protocol information between GPRS enabled devices on GPRScompatible networks and other types of packet data networks such as theInternet. GPRS is standardized by the ETSI (European TelecommunicationsStandards Institute), and allows voice and data communication to share acommon connection. That is, unlike current circuit-switched technology,data packets can arrive/be sent even while voice communication is activeand vice versa. Accordingly a voice-based communication can be inprogress while receiving and sending data and vise-versa.

Networks supporting GPRS provide an “always-on” connection with a clientdevice such as a smart phone. Information can be retrieved rapidlybecause the client device is “always-on” in the network. Accordingly,the visual display of a GPRS enabled device is sometimes referred to asan “always-on” display.

GPRS network resources are used only when a subscriber is actuallysending or receiving data. Rather than dedicating a radio channel to aGPRS subscriber for a fixed period of time, available GPRS resources canbe concurrently shared between several subscribers. As GPRS is a radioresource, this efficient use of scarce radio, i.e. frequency, resourcesmeans that large numbers of GPRS subscribers can potentially share thesame bandwidth and be served from a single cell. The actual number ofsubscribers supported depends on the application being used and how muchdata is being transferred.

GPRS enables mobile Internet functionality by allowing compatibilitybetween existing Internet and GPRS compatible networks. Any service thatis used over the fixed Internet today, such as File Transfer Protocol(FTP), chat, email, HTTP, and fax, are also available over GPRScompatible networks. Furthermore, because GPRS enables mobile deviceusers to effectively and efficiently access the Internet, web browsingis a very important application for GPRS.

An embodiment of an apparatus 20 for enabling mediation activities to befacilitated by the mediation subscriber communication device 16 and themediated party communication device 18 is depicted in FIG. 2. Asillustrated, a mediation subscriber communication device 16, mediatedparty communication device 18, mediation subscriber communication system34 and service management system 23 are depicted as communicating viathe apparatus 20. In practice, the apparatus 20 facilitates mediatedcommunication for a plurality of mediation subscriber communicationdevices, mediation subscriber communication systems, mediated partycommunication devices, mediation subscriber communication systems andservice management systems.

The apparatus 20 includes the mediation system 10, a data packet network22, a voice network 24, and a computer data network 25. The mediationsystem 10 is connected to the data packet network 22, to the voicenetwork 24 and to the computer data network 25, thus enablingcommunication therebetween. The computer network 25 is connected to amediation subscriber computer system 34, to the mediation manager 26 andto a service management system 23 of a service provider, thus enablingcommunication therebetween.

The voice network 24 includes a computer telephone interface (CTI)server 24 a and an interactive voice response (IVR) system 24 b. The CTIserver 24 a is connected to the IVR system 24 b. The IVR system enablesinteractive voice response from the mediated party to be received by themediation system and transformed into a computer-based communicationformat. Commercially available IVR systems include systems developed andsold by IBM Corporation and from Periphonics Corporation.

In many situations, it is desirable and advantageous for the mediationsubscriber communication device 16 to communicate directly with themediated party communication device 18. In such situations, themediation subscriber communication device 16 communicates with themediated party communication device 18 without intervention by themediation system 10. To facilitate data-based communication between themediation subscriber communication device 16 and the mediated partycommunication device 18, the mediation subscriber communication device16 is connected to the mediated party communication device 18 throughthe data packet network 22. To facilitate voice-based communicationbetween the mediation subscriber communication device 16 and themediated party communication device 18, the mediation subscribercommunication device 16 is connected to the mediated party communicationdevice 18 through the voice network 24. Accordingly, both voice and datacan be passed through the mediation system 10 without intervention, orthe communication can be re-routed so that the mediation system 10 isnot in the communication path.

The mediation system 10 includes a mediation manager 26 with a datapacket client 28, a computer telephone interface (CTI) client 30, acomputer network interface 31 and an information storage device 32connected thereto. A Dell PowerVault ™ series storage device is oneexample of the information storage device 32. The data packet network 22includes a data packet server 22 a that enables communication betweenthe data packet network 22 and the data manager 26 via the data packetclient 28. The voice network 24 includes a computer telephone interface(CTI) server 24 a that enables communication between the data packetnetwork 22 and the mediation manager 26 via the CTI client 30.

The mediation manager 26 includes a data processor 26 a, such as anetwork server, a workstation or other suitable type of data processingdevice. The computer interface 31 is connected between the dataprocessor 26 a and the computer network 25 for enabling communicationtherebetween. A Dell PowerEdge™ series server is one example of asuitable commercially available network server. A Dell Precision™ seriesworkstation is one example of a suitable commercially availableworkstation. The information storage device 32 is connected to the dataprocessor 26 a for storing information in non-volatile memory andretrieving information therefrom.

A computer program product 27 includes a computer program that isprocessable by the data processor 26 a of the mediation manager 26. Thecomputer program enables facilitation of at least a portion of theoperations performed by the mediation system 10 for accomplishing themethods disclosed herein. The computer program is accessible by the dataprocessor 26 a of the mediation manager 26 from an apparatus such as adiskette, a compact disk, a network storage device or other suitableapparatus.

The service management system 23 includes a data processor 23 a,computer network interface 23 b and a voice network interface 23 c. Thecomputer network interface 23 b is connected to the computer network 25for enabling data-based communication between the service manager 23 aand the mediation system 10 via the computer network 25. The voicenetwork interface 23 c is connected to the voice network 24 for enablingvoice-based communication between the service manager 23 a and themediation system 10 via the voice network 24.

The mediation subscriber computer system 34 includes a data processor 34a and a computer network interface 34 b. The computer interface 34 b isconnected between the data processor 34 a of the mediation subscribercomputer system 34 and the computer network 25 for enablingcommunication therebetween.

A mobile telephone capable of transmitting and receiving data packetsvia the General Packet Radio Service (GPRS) is one example of themediation subscriber communication device 16. GPRS enabled mobiletelephones, also referred to as “Smart Phones,” are offered bymanufacturers such as Ericsson Incorporated and Nokia Incorporated.Smart phones are mobile phones with built-in voice, data, andWeb-browsing services. Smart phones integrate mobile computing andmobile communications into a single terminal. Smart phones, importantly,can execute Java programs within the device. Java programs can be usedto control presentation and interaction with the user, as well as sendand receive data packets. The Ericsson models R380 and R520 telephonesand the Nokia 9000 series telephone represent specific examples of GPRSenable mobile telephones.

Referring to FIG. 3, the mediation subscriber communication device 16,such as a smart phone, includes a user interface. The user interface ofthe mediation subscriber communication device 16 includes a datainterface portion and a voice interface portion. In the embodiment ofthe mediation subscriber communication device 16 depicted in FIG. 3, theuser interface includes a visual display 16 a, a plurality ofalphanumeric keys 16 b, a plurality of control keys 16 c and a scrollkey 16 d. The voice interface portion of the user interface includes aspeaker 16 e and a microphone 16 f.

The data interface portion of the user interface permits information tobe visually displayed and permits the mediation subscriber 12 tointeractively manipulate information associated with data-basedcommunications between the mediation subscriber communication device 16and the mediation system 10. The visual display 16 a permits informationto be visually displayed. The plurality of alphanumeric keys 16 b permitalphanumeric information to be input. The plurality of control keys 16 cpermit associated functionality to be selected. For example, functionaloperations, such as accept and cancel, displayed on the visual display16 a may be associated with respective control keys 16 c. The scroll key16 d permits menu information such as availability specifiers AS to behighlighted and manipulated.

It should be understood that other types of devices also representsuitable examples of the mediation subscriber communication device 16.Personal digital assistants (PDAs) such as those offered by PalmComputing and Handspring are data-centric devices that are capable ofproviding mobile wireless access. These devices can utilize GPRS througha GPRS-capable mobile phone via a serial cable or directly if they havebuilt-in GPRS capability. Similarly, suitably equipped mobile computersare also capable of communicating data packets over a GPRS compatiblenetwork.

The apparatus, systems and devices discussed and disclosed herein permitmediation of an inbound or outbound communication to be facilitatedelectronically, yet in a dynamic, personalized and time-sensitivemanner. In one embodiment, the methods disclosed herein are not governedexclusively by user-defined rules and designations. In theseembodiments, it is advantageous for these methods to be facilitated inlarge degree by system-defined information. System defined informationis information garnished by the mediation system in response tofacilitating mediation operations. Furthermore, it is desirable torequire the mediation subscriber to define and maintain only a minimalamount of designated information (also referred to herein asuser-defined information).

One example of user-defined information is an availability status of themediation subscriber. The availability status defines qualitativeaspects of the mediation subscriber's availability and, in some cases,also defines quantitative aspects of the mediation subscriber'savailability. As depicted in FIG. 3, an availability status menu ASM isdisplayable on a visual display 16 a of the mediation subscribercommunication device 16.

The availability status menu ASM includes a plurality of availabilityspecifiers AS. For a first type of availability specifier AS1, a timeindicating availability is specified in a time field TF. For example,the mediation subscriber 12 may specify that he will be in a meetinguntil a designated time, such as 10:15 AM. For a second type ofavailability specifier AS2, a duration quantitatively indicatingavailability is specified in a duration field DF. For example, themediation subscriber 12 specifies availability in a designated amount oftime, such as 10 minutes. For a third type of availability specifierAS3, the selected availability status itself defines a relative(qualitative) time designating the availability of the mediationsubscriber 12. For example, the mediation subscriber 12 may designatethat he is available now. For a fourth type of availability specifierAS4, a priority of the communication request by the mediated party isqueried. For example, the mediation subscriber may select anavailability specifier that results in the urgency of the communicationrequest being mediated by the mediation system 10.

Another technique for providing subscriber specified preferences andinformation includes the preparation of one or more policies. Anembodiment of a policy 100, as viewed via visual display 34′ of themediation subscriber computer system 34, is depicted in FIG. 4.Information included in the policy 100 may be provided via the mediationsubscriber communication device 16, via the mediation subscribercomputer system 34, or both.

The policy 100 includes a tab 102 that may be used to specify a name fora particular group of individuals associated with the policy 100. At agroup field 104, the mediation subscriber may specify one of morespecific individuals that apply to the policy 100. Information such asthe name and one or more telephone numbers associated with eachindividual is specified at the group field 104. At a greeting field 106,the mediation subscriber may designate and set-up a desired greeting.For example, the mediation subscriber may designate a standard greetingor a custom greeting. The standard greeting is a greeting that would beapplied to any policy that does not specify a custom greeting. At aco-mediator field 108, the mediation subscriber may designate one ormore co-mediators associated with the policy 100. Each designatedco-mediator is thus authorized by the mediation subscriber to engage inmediation of a communication request received by the mediationsubscriber.

Still referring to FIG. 4, the mediation subscriber may designate adefault action to be performed by the mediation system in instances whena follow-up action for a particular communication is not provided by themediation subscriber in response to being prompted for one by themediation system. A first set of default actions D1 define actions thatare taken in instances where a follow-up action by the mediationsubscriber is not provided in response to the mediation system promptingthe mediation subscriber for a follow-up action. For example, themediation subscriber may designate a default action from the first setof default actions D1 for instructing the mediation system to forwardapplicable communications to the mediation subscriber's administrativeassistant. A second set of default actions D2 defines a plurality offollow-up actions that designate an initial action associated withapplicable communications. For example, the mediation subscriber maydesignate a default action from the second set of default actions D2 forinstructing the mediation system to ‘Schedule A Time To Talk’ with themediated party (team member) if a particular criteria C1 is met, such asa communication being designated as urgent.

An embodiment of a method for facilitating a mediation session initiatedby an inbound communication request is depicted in FIG. 5. The apparatus20, as shown in FIG. 2, illustrates an example of an apparatus capableof carrying out the method depicted in FIG. 5. At a block 200, aninbound communication request from the mediated party communicationdevice 18 is received by the mediation system 10. Information may becommunicated between the mediation subscriber communication device 18and the mediation system 10 via data packets over a suitable network. Aninbound telephone call illustrates one example of the inboundcommunication request.

In response to receiving the inbound communication request, anapplicable context and behavior information are determined at a block201. In response to determining that a policy does not apply to theinbound communication request at a block 202, a contextual communicationsummary is prepared and the contextual communication summary iscommunicated to the mediation subscriber communication device 16 at, ablock 203 and a block 204, respectively. Information provided by acarrier caller identification service, such as a caller's name and phonenumber and information relating to acts initiating the communicationfrom the mediated party 12, such as returning a call from the mediationsubscriber 14, may comprise a portion of the information included in thecontextual communication summary. Behavior information is discussed ingreater detail below. At a block 206, a plurality of follow-throughactions is prepared. In other embodiments, only one follow-throughaction is prepared.

At a block 208, the mediation subscriber 12 may choose to accept theinbound communication or defer the inbound communication to a mediationoperation. In the case where the mediation subscriber 12 chooses toaccept the inbound communication, a connection is facilitated at a block210 between the mediation subscriber communication device and themediated party communication device 18 over a suitable voice network,such as the voice network 24 illustrated in FIG. 2. In the case wherethe mediation subscriber 12 chooses to defer the associated inboundcommunication, at a block 213, the plurality of follow-through actionsis communicated to the mediation subscriber communication device 16 at ablock 212.

It should be noted that a plurality of operations, such as communicatingthe contextual communication summary to the mediation subscriber andpreparing the plurality of follow-through actions may be performedconcurrently. For example, mediation operations between the mediationsystem and the mediation subscriber may be performed while the telephoneis ringing. In this manner, time may be used efficiently, thus reducingthe time which the mediated party is awaiting either a personal ormediated response. It should also be noted that the contextualcommunication summary and the follow-through actions may be communicatedessentially simultaneously such that the mediation subscriber nearlyimmediately has all the information necessary to address the inboundcommunication request.

In response to the mediation subscriber 12 selecting one of thefollow-through actions, a selected follow-through action is received bythe mediation system 10 from the mediation subscriber communicationdevice 16 at a block 214. In response to receiving the selectedfollow-through action, a mediation follow-through operation isfacilitated at a block 216. In response to facilitating the mediationfollow-through operation, a mediation subscriber profile is updated at ablock 218. As discussed below, updating the mediation subscriber profileincludes updating at least one data set, such as a mediation activitydata set, in a mediation subscriber profile.

In response to determining at the box 202 that a policy, such as thepolicy depicted in FIG. 4, does apply to the inbound communicationrequest and determining at a block 222 that that the policy requiresalways ringing the mediation subscriber 12, the method continues at theblock 210. In response to determining at the block 222 thatpolicy-driven mediated follow-through is required, the method continuesat the block 216. In the case of policy-driven mediated follow-through,facilitating mediated follow-through at the block 216 is performed, atleast in part, according to the follow-through action designated in thepolicy.

The mediated follow-through operation performed at the block 216 depictsan example of a virtual mediation operation. By virtual mediationoperation, it is meant that the mediation operation is performed by themediation system on behalf of the mediation subscriber 12. For example,the mediation can be performed in an automated manner by data processingdevice as described herein. Virtual mediation adds a high degree ofpersonalization to acting on behalf of the mediation subscriber 12. Tothis end, the virtual mediation operation is performed based oncontextual and behavioral information associated with the mediationsubscriber 12.

It should be understood that rather than choose to accept the inboundcommunication or select one of the follow-through actions, the mediationsubscriber 12 may choose to do nothing (neither accept nor defer theinbound communication). By the mediation subscriber 12 choosing to notaccept the call nor to select one of the follow-through actions (block213), a system-imposed follow-through action, such as the default actiondiscussed above in reference to FIG. 4, is identified by the mediationsystem 10 at a block 220. Accordingly, when the mediation subscriber 12chooses to neither accept nor defer the inbound communication, themediation follow-through operation is facilitated according to thesystem imposed follow-through action.

It is also contemplated that a system-defined action based on contextualinformation, historical information, and behavioral information may beimposed rather than default actions associated with user-definedinformation. For example, the mediation subscriber 12 is in a meetingand has received three calls from unknown parties. In all three cases,the mediation subscriber 12 has selected a follow-through actionrequesting that the mediated (unknown) party 14 schedule a time to talk.Accordingly, for all subsequent unknown callers while the mediationsubscriber 12 is in the meeting, the mediation system 10 automaticallyinitiates a mediated follow-through operation for scheduling a time totalk. A pre-defined number of occurrences may need to occur first, suchas three attempts from unknown callers, prior to the mediation system 10imposing, for example, a system-defined follow-through action. In thisexample, the follow-through action imposed by the mediation system 10 isa system-defined behavior-based follow-through action.

EXAMPLE 1 Inbound Call Mediation

-   -   David is in an important meeting in which it would be seen as        disruptive to verbally respond to incoming communications        received on his wireless telephone 16′. As depicted in FIG. 6,        at a first interaction event E1, David visually reviews a caller        summary CS1. The caller summary includes contextual information        associated with prior incoming calls that he has not accepted.        At some prior point in time, David has communicated his        availability status to the mediation system. Accordingly the        mediation system knows that David is planning on being in this        meeting until 14:30 hours.    -   After reviewing the caller summary CS1, a second interaction        event E2, David receives an incoming call from Richard S. In        response to receiving the incoming call, a communication summary        CS2 is displayed on the visual display 16 a of his wireless        telephone 16′. By reviewing the communication summary CS2, David        is able to quickly and non-disruptively ascertain that the        incoming call is from Richard S. and that Richard S. has made        repeated attempts to return a call from David. Because David is        still in the meeting, he chooses to defer the call for virtual        mediation by selecting the control key 16 c associated with a        defer action DA.    -   In response to choosing the defer action DA, a follow-through        action menu FAM is displayed on the visual display 16 a at a        third interaction event E3. The follow-through action menu        includes a plurality of follow-through actions FA. David uses        the scroll key 16 d to highlight the follow-through action ‘Will        call when free’ and confirms the selection by depressing the        control key 16 c associated with an accept action AA.    -   Because David responded to the inbound communication using a        data-based communication format, he was able to review the        available contextual information and implement a desired        follow-through action without disrupting the meeting.        Furthermore, it only took David a short period or time (e.g.        about 10 seconds) to review the available contextual information        and implement the desired follow-through action. While David is        still participating in the meeting, the mediation system has        engaged in a virtual mediation operation for notifying Richard        (the mediated party) that David will call him after the meeting.    -   As a result of David having provided his availability status to        the mediation system, the mediation system uses the availability        status in performing the mediation operation. The mediation        system lets Richard know that David is in a meeting until 14:30        hours and will return his call after this time. In this manner,        a more personalized and efficient communication is facilitated        between the mediation system and Richard.

The “schedule a time” follow-through action depicted in FIG. 6 is oneembodiment of a follow-through action for mediating a coordinatedarrangement for person-to-person communication to be facilitated. Insuch an embodiment, the mediation system 10 mediates an agreed upon timeand/or day for the mediation subscriber 12 and the mediated party 14 tocommunicate.

Context and contextual, as referred to herein, relate to experiences,actions, and information associated with a communication. For example,the contextual communication summary CS2, as shown in FIG. 6, includes aplurality of context components. A first context component CC1 isassociated with a name of the mediated party. A second context componentCC2 is associated with a phone number of the mediated party. A thirdcontext component CC3 is associated with the reason for thecommunication. A fourth context component CC4 is associated with priorattempts by the mediated party to contact the mediation subscriber.

Together, these context components CC1–CC4 provide the mediationsubscriber with a brief yet insightful summary of the inboundcommunication. In other embodiments, the contextual communicationsummary includes only one context component, such as the phone number ofthe mediated party. The actions of the mediation subscriber and themediated party result in an abundance of contextual informationassociated with the inbound communication being generated. Furthermore,completed and on-going mediation operations generate informationassociated with such mediation operations. Such information is useful indetermining system-defined information, such as system-defined defaultactions mentioned above.

It will be appreciated that, in addition to the contexts previouslydiscussed, there are many other types of contextual data that may beused to control communication between parties. Table 1 lists specificcontext types and embodiments. Accordingly, mediation steps can be basedupon the various contexts described herein, including those of Table 1.

TABLE 1 Presence Presence of one or more parties to a mediationcommunication. The Presence of a party defines their availability forcommunication via various channels (e.g. phone or Instant Messaging(chat)). Presence may be set by the party (i.e. they choose NOT to beavailable, or by physical limitations (out of range)). Presenceidentifies what channels a user can be reached via at any given time.Location The location of one or more parties to a mediatedcommunication. The location will generally be the location of themediation device, and in one embodi- ment, can be determinedautomatically based on data available to the wireless communicationssystem, or other positioning system such as a Global Positioning System.In another implementation, a party can manually specify their locationor an alternate location. Time Time that the party is in. For thesubscriber, this could be with respect to Mediation policies (“deny allbusiness calls after 7 pm” or “Deny all calls when I am busy”) and alsofor managing or warning about scheduled meetings (“Incoming call fromSally, but you have a meeting in 5 minutes”). Identity Identity andnumber/address that Mediated party is using. For the subscriber, thiscould be with respect to Mediation policies (“deny all calls unless it'sSally”). Communication The history of communication interactions andfollow History through actions between caller and subscriber mayinfluence the options or priority of options to be taken. Membership Themembership of a caller, as organized in the sub- scribers address bookmay influence which policies of mediation apply. E.g. “Deny all businesscalls after 7 pm” means if caller has been assigned as a “business”caller then deny their call after 7 p.m.

It will be further appreciated that, in addition to those mediationactions and follow-through mediation actions described, there are manyother types of actions that may be used to control communication betweenparties. Table 2 indicates specific action types and embodiments.

TABLE 2 Forward Call A party to a mediated communication can request thecall be forwarded to a different party, such as an assistant. LeaveMessage A party to a mediated communication can request that caller beasked to leave a message. Request call back Subscriber may, via themediation service, request that or message the caller calls later (e.g.when both are free) or (VM/SMS/Email) send a simple message via certainchannels. Promise to call Subscriber may, via the mediation service,tell the back caller that they will return the call in due course.Schedule a Subscriber may, via the mediation service, request thatmeeting (conf call the caller arrange a time (when both are free) totalk. or other) Use Internet Chat Subscriber may, via the mediationservice, suggest (Instant transferring the form of communication toon-line chat Messaging) (when they are in a conference for example).Deny call, side Deny the call to the user, but at the same time defineeffecting policy a policy or rule that will affect the policy for sub-change sequent calls from that caller (e.g. “No more calls from himtoday”). Deny call and Deny the call to the user (e.g. in a meeting),but opt to send message send them a text message. Deny call and Deny thecall to the user but select a “canned/pre- send “canned” recorded”message to be displayed or “read” message to the caller. Ask a questionDefer taking the caller, but via the mediation service ask a question tothe caller. E.g. “Is it important?”.

An embodiment of the mediation subscriber profile 35 is illustrated inFIG. 7. The mediation subscriber profile 35 is stored on the datastorage device 32 of the mediation system 10. The mediation subscriberprofile 35 includes one or more data sets. A communication history dataset 35 a includes communication history information, such as the nameand telephone number of the party associated with the communication. Anavailability history data set 35 b includes availability historyinformation of the mediation subscriber. An action history data set 35 cincludes follow-through action history information. A mediation activitydata set 35 d includes information relating to completed or in-progressmediated activities. A policies data set 35 e includes the policiesdiscussed above. A service provider data set 35 f includes informationsuch as preferences (i.e. type of room, type of food, etc) relating tomediated service that can be requested by the mediation subscriber 12.

Each one of the profile data sets 35 a–35 f can be associated with atleast one other profile data set such that related information can beassociated. For example, in one embodiment, it is desirable andadvantageous to relate a particular communication from a mediated party14 with a corresponding follow-through action and availability. Relatingsuch information supports determining context, history and mediationstatus associated with a particular communication. It should also beunderstood that the data sets might be each maintained in separatedatabases or in a common database along the system depicted in FIG. 2.In addition, the data sets can have information specific to either themediation subscriber 12 or the mediated party 14 being mediated, i.e.the caller. For example, the action history data set 35 c can have ahistory of actions taken by either the mediated party 14 or themediation subscriber 12.

It is one aspect of the apparatus, methods and systems disclosed hereinthat the information archived in the mediation subscriber profile 35 maybe used to gain insight into behaviors and preferences of the mediationsubscriber 12 with respect to handling inbound and outboundcommunications. Determining such behaviors and preferences is desirableand advantageous. In this manner, mediation operations may becarried-out dynamically and time-efficiently.

Referring to FIG. 8, an embodiment of steps for performing the operationof updating the mediation subscriber profile 35 at the block 218 in FIG.5 is depicted. The steps for performing the operation of updating themediation subscriber profile 35 include archiving inbound communicationinformation (block 220 a), archiving the availability status of themediation subscriber at the time of receiving the inbound communication(block 220 b), and archiving any corresponding follow-up action (block220 c). Examples of the inbound communication information include a timeof receipt of the inbound communication, a name of the mediated party,and a telephone number associated with the inbound communication.Archiving is defined herein to include forming relationships betweeninformation as discussed above in reference to FIG. 7.

FIG. 9 depicts an embodiment of a method for accomplishing the operationof determining applicable context and behavior by the mediated party 14,as depicted at the block 202 in FIG. 5. One example of determining thecontext associated with the inbound communication includes determining apresent availability of the mediation subscriber (block 202 a),analyzing present information associated with the inbound communication(block 202 b), and analyzing historical information, such as from themediation subscriber profile 35, that is associated with the inboundcommunication (block 202 c). One example of determining a relatedbehavior includes analyzing mediation subscriber policies (block 202 d),analyzing follow-through actions associated with historical inboundcommunication information (block 202 e) and analyzing availabilityhistory of the mediation subscriber (block 202 c). All of theinformation analyzed at the block 202 is archived in the mediationsubscriber profile 35 discussed above.

FIG. 10 depicts an embodiment of a method for accomplishing theoperation of facilitating a mediated follow-through operation, asdepicted at the block 216 in FIG. 5. At a block 216 a, a follow-throughaction communication is prepared. In one embodiment, the follow-throughaction communication is voice-based. The follow-through actioncommunication is communicated to the mediated party communication device18 at the block 216 b. In response to the selected follow-through actionbeing accepted by the mediated party 14 at a block 216 b, completion ofthe selected follow-through action is facilitated by the mediationsystem 10 at a block 216 c. In response to the selected follow-throughaction being unaccepted able or non-actionable by the mediated party, ata block 216″, the mediated party 14 may choose to terminate thecommunication, such as by hanging-up, or to suggest a revisedfollow-through action.

In response to suggesting an alternate follow-through action at theblock 216″, an availability request is communicated to the mediatedparty 14 at a block 216 d. Prompting the mediated party 14 to reply withhow long they will be available, when they will be available, or thelike are examples of communicating the availability request to themediated party communication device 18. At a block 216 e, a presentavailability is received from the mediated party 14. The presentavailability may be received from the mediated party 14 in a voice-basedformat or as data entered using a device, such as a telephone keypad. Ata block 216 f, a plurality of alternate follow-through actions isprepared. In other embodiments, only one alternate follow-through actionis prepared. Preparing the alternate follow-through actions includesassessing information such as the present availability of the mediatedparty, the present availability of the mediation subscriber,communication history, policies, etc.

It is contemplated that these alternate follow-through actions mayinclude all or some of the non-selected follow-through actionspreviously sent to the mediation subscriber 12 at the block 212 in FIG.5. Additionally, it is contemplated that all or some of the alternatefollow-through actions may be availability-defined follow-throughactions. By availability-defined follow-through actions, it is meantthat the availability of the mediation subscriber and/or theavailability of the mediated party define a specific follow-throughaction. A call-back time based on joint availability of the mediationsubscriber and the mediated party illustrates an example of theavailability-defined follow-through actions.

At a block 216 g, the plurality of alternate follow-through actions iscommunicated to the mediation subscriber communication device 16 and themethod continues at the block 216′. In response to the mediated party 14accepting one of the alternate follow-through actions at the block 216′,the method continues at the block 216 c. In response to the mediatedparty not accepting one of the alternate follow-through actions at theblock 216′, the method continues at the block 216′.

EXAMPLE 2 Performing Mediated Follow-Through Operation

-   -   In response to David selecting the “Will call when free”        follow-through action (see Example 1), the mediation system        engages in the following voice based communication with the        Richard, via the IVR system. “Richard, I am unavailable to talk        with you right now, but will call you as soon as I am out of my        meeting. I expect to be out of me meeting at 14:30 hours. If you        will be available at around this time, please press 1. If you        will not be available at about this time, please press 2.” The        communication with the mediated party may be in David's actual        voice, a synthesized voice or other type of voice format.    -   In the instance in which Richard is available at this time, he        responds accordingly by pressing 1. In response to Richard        responding that he is available at this time, the mediation        system communicates the following confirmation message to        Richard and then terminates the call. “Richard, I'll call you        shortly after 14:30 hours. I look forward to talking with you        then. Good-bye.”    -   In the instance in which Richard is not available at this time,        he responds accordingly by depressing 2. The mediation system        then engages in the following voice-based communication with the        Richard, via the IVR system, in an attempt to proceed according        to an alternate and mutually acceptable follow-through action.        “Richard, I would like to connect with you. After the tone,        please key in a time that you are available to talk so that I        can attempt to accommodate your schedule.” After the tone,        Richard uses the telephone keypad to enter a time, such as 15:45        hours. In some instances, it may be desirable to use voice        recognition for receiving contextual information and responses        from Richard.    -   In response to receiving the time specified by Richard, the        mediation system communicates a data-based communication to        David. The data-based communication is a single follow-through        action prompting David with “Are you available to talk with        Richard at this time?” In the instance in which David is        available to talk with Richard at the time specified by Richard,        he confirms that he is available by depressing the control key        corresponding to the accept action. In response to David        confirming that he is available at the time specified by        Richard, the mediation system communicates the following        voice-based communication to Richard and terminates the call.        “Richard, I am available to talk with you at this time. I will        call you at around 15:45 hours. Thanks and I'll talk to you        soon. Good-bye.”    -   In the instance in which David is not available to talk with        Richard at the time t specified by Richard, he indicates that he        is not available by depressing the control key corresponding to        a decline action. In response to David indicating that he is not        available at the time specified by Richard, the mediation system        communicates the following voice-based communication to Richard        and terminates the call. “Richard, I am not available to talk        with you at this time. I'll follow-up with you later to try and        find a convenient time to talk. Thanks for calling. Good-bye.”        In some instances, the mediation system may allow Richard to be        transferred to David's assistant, such that mediation can be        continued via David's assistant.

Another type of mediation session is one initiated by an outboundcommunication request. An embodiment of a method for facilitating amediation session initiated by an outbound communication request isdepicted in FIG. 11. The apparatus 20, as shown in FIG. 2, illustratesan example of an apparatus capable of carrying out the method depictedin FIG. 11. At a block 300, an outbound communication request isreceived by the mediation system 10 from the mediation subscribercommunication device 16, via one or more data packets or via avoice-based communication. The outbound communication request includescontact information such as a name, a telephone number, etc. foridentifying and/or contacting the mediated party 18. In response toreceiving the outbound communication request, a plurality offollow-through actions is prepared at a block 302. In other embodiments,depending on the outbound request, only one follow-through action or nofollow-through action is prepared. Preparing the follow-through actionsincludes assessing related contextual information such as the presentavailability of the mediation subscriber, mediation behavior and/orpreferences of the mediation subscriber, information in policies of themediation subscriber, etc.

At a block 304, the plurality of follow-through actions are communicatedto the mediation subscriber from the mediations system 10. At a block306, a selected follow-through action is received by the mediationsystem 10 from the mediation subscriber 12. In response to receiving theselected follow-through action, the mediated party communication device18 is contacted at the block 308. It should be understood that themediation system 10 contacts the mediated party communication device 18.Accordingly, the mediation system 10 engages in communication with themediated party 14 to determine if the mediated party 14 is available toengage in communication with the mediation subscriber 12.

In response to the availability of the mediated party and the mediationsubscriber permitting immediate communication (block 309′), themediation system facilitates connection of the mediation subscribercommunication device 16 with that of the mediated party communicationdevice 18 at a block 310. In response to the availability of mediatedparty or the mediation subscriber not permitting communicationimmediately therebetween (block 309′), the mediation continues to ablock 309′.

At the block 309′, in response to the mediated party 14 not selecting afollow-through option, the mediation system 10 terminates itscommunication with the mediated party 14 at a block 312. In response tothe mediated party 14 selecting a follow-through option at the block309′ the mediation system 10 facilitates, at a block 314, a mediatedfollow-through operation with the mediated party 14 according to thefollow-through option selected at the block 309′. Scheduling time totalk, call forwarding, entering voice mail and the like are examples offollow-through options that may be selected at the block 309′. At ablock 316, the mediation activity data set 35 d, as shown in FIG. 7, isupdated with information associated with the communication appointment.

EXAMPLE 3 Outbound Call Mediation

-   -   At a fourth interaction event E4, as depicted in FIG. 12, David        recognizes that his meeting is about to end. In reviewing the        caller summary CS1, David decides that he would like for the        mediation system to facilitate a return call to Sally E. To        initiate such an operation, David depresses the control key 16 c        associated with an options action OA.    -   In response to depressing the control key 16 c associated with        the options action, an options menu OM is displayed on the        visual display 16 a at a fifth interaction event E5. The options        menu OM includes a plurality of option selections OS. Examples        of option selections OS include make a call, return a call, make        a reservation, change my availability, change my policies and        change my service preferences.    -   In response to choosing the ‘return a call’ option selection, an        attempt is made at contacting Sally via her communication        device. In the event that Sally answers, the mediation system        connects David with Sally. In the event that Sally is not        available, a plurality of call resolutions CR are displayed on        the visual display at a sixth interaction event E6. The call        resolutions CR provide various options when the caller is not        available. Examples of call resolutions CR include schedule a        call, continue to try, and quit call attempt. David uses the        scroll key 16 d to select the ‘Continue to try’ call resolution        and confirms this selection by depressing the control key 16 c        associated with the accept action AA. The mediation continues to        contact Sally.

It is desirable and advantageous for a mediated follow-through operationor pending mediated commitment to be modified according to an updatedcontext component. For example, in the case where the availabilitystatus of the mediation subscriber changes, it is desirable andadvantages for in-progress mediation operations and pending mediatedcommitments to be dynamically adjusted as necessary. The apparatus,methods and systems disclosed herein are capable of supporting suchdynamic adjustment.

The “schedule a call” call resolution depicted in FIG. 12 is oneembodiment of a call resolution for mediating a coordinated arrangementfor person-to-person communication to be facilitated. In such anembodiment, the mediation system 10 mediates an agreed upon time and/orday for the mediation subscriber 12 and the mediated party 14 tocommunicate.

FIG. 13 depicts an embodiment of a method for facilitating a mediationsession to alter a pending mediated commitment in response to one ormore context components being altered. The apparatus 20, as shown inFIG. 2, illustrates an example of an apparatus capable of carrying outthe method depicted in FIG. 13. Information may be communicated betweenthe mediation subscriber communication device 16 and the mediationsystem 10 via data packets over a suitable network.

At a block 400, an altered context component is received by themediation system 10. The altered context component may be received fromthe mediation subscriber 12 or the mediated party 14. At a block, 402 anaffected mediated commitment is identified. A revised availabilitystatus illustrates an example of the altered context component capableof affecting a mediated commitment. A revised follow-through action isdetermined and a follow-through communication is prepared at a block 404and at a block 406, respectively. At a block 408, an attempt is made atcontacting the mediated party 14 via the mediated party communicationdevice 18.

It should be understood that one or more context components and/ormediated commitments could be affected simultaneously. Therefore, at theblock 400, more than one altered context component may be received.Also, the particular revised follow-through actions included in thefollow-through action summary may vary depending on the specific contextcomponents and/or mediated commitments affected.

In response to the mediated party 14 not being contacted, a postponementmessage is communicated to a mediated party messaging service at a block410, if available. Voice mail and an answering machine illustratesuitable examples of the mediated party messaging service. At a block412 the mediation activity data set 35 d, as depicted in FIG. 7, isupdated to reflect that the mediated commitment has been postponed.

In response to the mediated party 14 being contacted, the revisedfollow-through communication is communicated to the mediated partycommunication device 18 at a block 414. In response to the revisedfollow-through action being unacceptable to the mediated party 14, themethod would proceed from the block 414 to the block 410, thus resultingin the mediated commitment being postponed. The method then proceeds tothe block 412 where the mediation activity data set 35 d, as shown inFIG. 7, is updated to reflect that the mediated commitment has beenchanged. In response to the revised follow-through action beingacceptable to the mediated party, at a block 416, the mediatedfollow-through operation is performed according to the altered contextcomponent is facilitated.

In response to the mediated follow-through operation successfullyproducing an altered mediated commitment, the method proceeds to theblock 412 where the mediation activity data set 35 d, as shown in FIG.7, is updated to reflect that the mediated commitment has been changed.In response to the mediated follow-through operation being unsuccessfulat producing an altered mediated commitment, a postponement message iscommunicated to a mediated party 14 at a block 410. The method thenproceeds to the block 412. The mediated party 14 being unable to committo a mutually acceptable time to talk illustrates an example of themediated follow-through operation being unsuccessful.

EXAMPLE 4 Mediated Commitment Dynamic Updating

-   -   At a seventh interaction event E7, as illustrated in FIG. 14        David is still in his meeting, reviewing a pending commitment        summary PCS displayed on the visual display 16 a of his wireless        telephone, when he notices that his meeting has run longer than        expected. The pending commitment summary PCS indicates that        David has a number of pending mediated commitments that are        based on his meeting being over by about 14:30 hours. David also        notices that the meeting has run longer than the time specified        according to his availability status, as depicted in FIG. 3.        Accordingly, David selects the control key associated with the        options action OA such that the options menu OM is displayed at        an eighth interaction event E8. David then uses the scroll key        16 d to highlight the ‘Change my availability’ options selection        and confirms the selection by depressing the control key 16 c        associated with the accept action AA.    -   In response to selecting the choosing the ‘Change my        availability’ options selection OS, the availability status menu        ASM is displayed on the visual display at a ninth interaction        event E9. David uses the scroll key 16 d to select the ‘In        meeting until . . . ’ availability specifier, enters a new time        for when he will be out of the meeting, and confirms the new        availability status by depressing the control key 16 c        associated with the accept action AA.    -   In response to altering his availability status, the mediation        system identifies the pending mediated commitments associated        with the availability status. The mediation system then acts on        behalf of David to contact the appropriate mediated parties to        revise the mediated commitments according to the altered        availability status. As revised mediated commitments are        established, David is able to review them via the pending        commitment summary PCS.

FIG. 15 depicts an embodiment of a method for performing a mediationsession to set-up a mediated service commitment. The apparatus 20, asshown in FIG. 2, illustrates an example of an apparatus capable ofcarrying out the method depicted in FIG. 15. Information may becommunicated between the mediation subscriber communication device 16and the mediation system 10 via data packets over a suitable network. Ata block 500, a service mediation request is received by the mediationsystem 10 from the mediation subscriber communication device 16. Inresponse to receiving the service mediation request, a context isdetermined and a plurality of service actions is prepared at a block 501and a block 502, respectively. In other embodiments, one or no serviceactions are prepared. At a block 504, the plurality of service actionsis communicated to the mediation subscriber communication device 16.

In response to receiving, at a block 506, a selected one of the serviceactions from the mediation subscriber communication device 16, amediated follow-through operation is facilitated with the serviceprovider at a block 508. At a block 509, confirmation information, suchas a confirmation code, associated with the service reservation isreceived from the service provider reservation system.

At a block 510, in response to completing the mediated follow-throughoperation, the mediation activity data set 35 d, as depicted in FIG. 7,is updated. Updating the mediation activity data set 35 d includesadding information associated with the mediated service request, such asa confirmation number and a telephone number of the service provider, tothe data set.

FIG. 16 depicts an embodiment of a method for accomplishing theoperation of facilitating the mediated follow-through operation, asdepicted at a block 508 in FIG. 15. At the block 508 a, a plurality ofservice providers capable of providing the requested service areidentified. In other embodiments, only one service provider isidentified. At a block 508 b, the identified service providers arecommunicated to the mediation subscriber communication device 16. Aftercommunicating the plurality of service providers to the mediationsubscriber communication device 16, confirmation of a selected serviceprovider is received, at a block 508 c, from the mediation subscribercommunication device 16.

At a block 508 d, a network connection is established between theservice provider reservation system and the mediation system 10 throughthe computer network 25. At a block 508 e, the mediated follow-throughoperation is performed, thus establishing a mediated service commitment.The mediated service commitment illustrates an example of a mediatedcommitment, as discussed above. It is contemplated that communicationbetween the mediation system 10 and the service management system may befacilitated via the computer network 25 and the voice network 24.

Accordingly, data-based communication and voice-based communication maybe used for facilitating the mediated service operation at the block 508e. For example, the mediation system may complete a first portion of themediated follow-through operation via data-based communication throughthe computer network 25 and a second portion of the mediatedfollow-through operation via voice-based communication the through thevoice network 24. A combined use of data-based communication andvoice-based communication is defined herein to be a mixed-modecommunication.

EXAMPLE 5 Service Mediation

-   -   David decides to make a reservation at his favorite restaurant        to be sure he gets seated for dinner without too long of a wait.        He was expecting to get there before the dinner crowd. However,        because his meeting ran over, he thinks he may now have a hard        time getting a seat.    -   Accordingly, at a tenth interaction event E10, as depicted in        FIG. 17, David brings up the options menu OM on the visual        display 16 a of his wireless telephone 16′. David uses the        scroll key 16 d to choose the ‘Make a reservation’ option        selection and confirms his selection by depressing the control        key 16 c associated with the accept action AA. In response to        choosing the ‘Make a reservation’ option selection, a service        menu is displayed on the visual display 16 a at an eleventh        interaction event E11. The service menu SM includes a plurality        of service selections. Examples of service selections SS include        arrange a taxi, arrange a hotel reservation, arrange a        restaurant reservation and book a flight.    -   David uses the scroll key 16 d to select the ‘Arrange a        restaurant reservation’ service selection and confirms the        selection by depressing the control key 16 c associated with the        accept action AA. In response to choosing the ‘Arrange a        restaurant reservation’ service selection, an arrangement option        menu AOM is displayed on the visual display at a twelfth        interaction event E12. The arrangement option menu AOM includes        a plurality of arrangement options AO.    -   Each service selection SS has one or more corresponding        context-specific arrangement options. Accordingly, the        arrangement options AO displayed in response to choosing the        ‘Arrange a restaurant reservation’ service action are specific        to arranging the taxi and are based on the present availability        of the mediation subscriber. Because the mediation system knows        that the mediation subscriber is in a meeting, the context        derived from being in a meeting until a specified time is used        to add a contextual aspect to some of the arrangement options        AO. In this example, in which David is in a meeting until 15:15        hours, context-specific service actions include arranging a taxi        for immediately after the meeting, arrange a taxi for X minutes        after the meeting, arranging a restaurant reservation Y minutes        after the meeting and booking a flight Z hours after the        meeting. In this manner, a mediated service commitment may be        acted on in a more specific fashion.    -   David uses the scroll key 16 d to select the ‘ . . . min after        meeting’ arrangement option, enters 45 minutes in the        corresponding time field and confirms this selection and entry        by depressing the control key 16 c associated with the accept        action AA. In response to confirming this selection and entry,        the mediation system identifies the restaurant, contacts a        service management system of the restaurant and mediates the        requested reservation on David's behalf according to the        arrangement option specified by David. The mediation system        contacts the service management system of the restaurant, such        as via the Internet or via an automated or actual voice        communication, for facilitating mediation of the reservation.        Information associated with the restaurant are provided manually        by David, garnished from the service provider preference data        set in David's profile (as illustrated in FIG. 7) or a        combination of such information input techniques. Once the        reservation is confirmed by the mediation system, David is able        to review it via the pending commitment summary PCS discussed in        reference to FIG. 14.

A method 600 for responding to a request for voice-based communicationin accordance with an embodiment of the disclosures made herein isdepicted in FIG. 18. An operation 602 is performed for receiving arequest for voice-based communication from a caller communication device(i.e. a first communication device) transmitted for reception by amediation subscriber communication device 16 (i.e. a secondcommunication device). An inbound telephone call intended for receptionby a mediation subscriber communication device 16 is an example of arequest for voice-based communication. In response to receiving therequest for voice-based communication, an operation 604 is performed foroffering to the user of the mediation subscriber communication device 16an option of using a text messaging based response to the userrequesting voice-based communication. Communicating a text message froma subscriber for reception by a requester communication device is anexample of a text messaging based response to the request forvoice-based communication. In response to the offer for text messagingbased response being accepted by the user of the mediation subscribercommunication device 16, an operation 606 is performed indicating a textmessaging based response is to be used. Facilitating the notification oftext messaging is discussed in greater detail below. In response to theoffer for text messaging based response not being accepted, an operation608 is performed for facilitating system-managed virtual mediation. Theoperations 201 through 220 depicted in FIGS. 5A and 5B are an embodimentof the operation 608 for facilitating system-managed virtual mediation.

An embodiment of a process for facilitating the notification of textmessaging use is depicted in FIG. 19. At a block 610, a mediation system10 in accordance with the disclosures made herein determines a textmessaging capability of the caller communication device. One embodimentof determining a text messaging capability of the first communicationdevice includes determining the capability of the caller communicationdevice for communicating via a designated text messaging protocol. ShortText Messaging (SMS) protocol, Internet Address Messaging (IAM)protocol, Multi Messaging Service (MMS) protocol, Enhanced MessagingService (EMS) protocol and an Instant Text Messaging (ITM) protocol areexamples of text messaging protocols capable of supporting textmessaging in accordance with embodiments of the disclosures made herein.One way of determining the capability of the first communication devicefor communicating via a designated text messaging protocol includesidentifying at least a portion of a device identifier (e.g. a telephonenumber) associated with the first communication device on a list ofdevice identifiers. For example, carriers in most countries issuelimited and/or exclusive prefixes for mobile telephones. Accordingly, adatabase can be used that lists by prefixes, phone numbers, or otheridentifiers, those devices that are capable of supporting textmessaging. For example, a specific service provider may be known toprovide a specific type of text messaging support for all users having aspecific prefix. By monitoring the prefix of the calling device it canbe determined if the calling device can receive text messaging from thesubscriber device. In addition, the database may support greaterresolution than just prefix information, and allow specific telephonenumbers to be used to reference what text messaging service, if any, isassociated with the calling device based upon a specific telephonenumber.

After determining the text messaging capability of the callercommunication device, the mediations system 10 facilitates presentationof a text messaging follow-through action on the mediation subscribercommunication device 16 at a block 612 and the text messagingfollow-through action is displayed on a visual display 16 a of themediation subscriber communication device 16 at a block 614. Determiningthe text-messaging follow-through action and transmitting thetext-messaging follow-through action to the mediation subscribercommunication device 16 and/or transmitting a confirmation that thecaller communication device is capable of text messaging are examples offacilitating presentation of the text-messaging follow-through action.The text messaging follow-through action enables the subscriber toinitiate a notification to the calling device that a text-messagingresponse to the request for voice-based communication is to be used.

It is contemplated herein that the text messaging follow-through actionmay be one of a plurality of offered and selectable follow-throughactions. For example, one embodiment of facilitating presentation of thetext messaging follow-through action includes enabling transmission ofat least one system defined text message follow-through action on avisual is display of the second communication device. Examples ofsystem-defined text message follow-through actions are depicted below inTable 3.

TABLE 3 Urgency Text For indicating a request for the caller to callback the Message subscriber (e.g. “If urgent call back and I willpick-up”) Additional For requesting for a response via a text message(e.g. Information “Text me back with more information and I'll replyRequest via a text message”) Text Message Call-Back For indicating anintent to initiate a voice-based call at Notification a later point intime (e.g. “I'll call you back later Text Message today”) Notify only ofFor indicating that the user of the subscriber device Text Message willsend a text message that is not one of the options. Re-Direct Text Foroffering an alternate contact number for contacting Message a user ofthe second communication device (e.g. “Call back on this number:512-123-4567”)

In response to the subscriber selecting the text messagingfollow-through action (i.e. opting-in to a text messaging response), atext messaging follow-through notification is transmitted from themediation subscriber communication device 16 for reception by themediation system 10 at a block 616 and is received by the mediationsystem 10 at a block 618. The text messaging follow-through notificationis an example of a transmission capable of informing the mediationsystem 10 that the text messaging follow-through action has beenselected. In response to receiving the text messaging follow-throughnotification, the mediation system 10 transmits an audio-based textmessage notification for reception by the caller communication device ata block 620, which indicates a text message is to be received at thecalling device. In addition to the caller communication device receivingthe text message notification at a block 622, the caller communicationdevice facilitates presentation of the text message notification at ablock 624. Audibly announcing the text message notification via an audiooutput component of the caller communication device (i.e. a speaker) isan example of how the caller communication device facilitatespresentation of the text message notification. Signaling (e.g. audibleringing) associated with the request for voice-based communication ispostponed at the caller communication device during the audibleannouncement of the text message notification.

The text message notification includes a first portion capable ofinforming a caller associated with the caller communication device thata text message is intended to be transmitted to the caller communicationdevice. The text message notification may further include a secondportion capable of informing the caller of a procedure for facilitatingtransmission of a voice-based mail message (i.e. a voice mail message)for reception by a voice-based mail system (e.g. a voice mail system)associated with the subscriber. Instructing the caller to wait until avoice mail option is audibly offered or instructing the caller to selecta particular button for immediately initiating a voice-based mailmessage are examples of informing the caller of a procedure forfacilitating transmission of a voice-based mail message.

In an embodiment of the disclosures made herein wherein a voice mailfollow-through option is not offered to the caller (e.g. voice mailfunctionality not available), the mediation system terminates therequest for voice-based communication at a block 626 after transmittingthe text message notification. Hanging up on the caller is an example ofterminating the request for voice-based communication. In an embodimentof the disclosures made herein, wherein a voice mail follow-throughoption is offered to the caller in response to the passing of aprescribed period of waiting after the text message notification ispresented, the mediation system facilitates resumed signaling (e.g.audible ringing) functionality at caller communication device at a block628 after audible presentation of the text message notification iscompleted. In this manner, the mediation system 10 enables a voice-basedmail message system to intercept the request for voice basedcommunication.

Block 617 of FIG. 19 illustrates an embodiment whereby the transmissionof the selected text message is performed by the mediation subscriberdevice 16. In this embodiment, the text message to be transmitted wasdetermined at the time the user of the mediaion subscriber communicationdevice 16 selected the text notification option, and subsequently themediation subscriber communication device 16 will transmit the messageto the calling device. For example, the first of the first four optionsof Table 3 indicate the text message that is to be sent as a result of aparticular option being selected. Therefore, the mediation subscribercommunication device 16 can transmit the message to the calling device,once the option is selected by the user. The information needed by themediation subscriber communication device 16 to transmit the textmessage to the calling device will depend upon the type of textmessaging being used, but will generally comprise the phone number ofthe calling device. Once an option with a specific text message isselected, the mediation subscriber communication device 16 will transmitto the calling device the indicated text message. The transmission oftext data will be facilitated by control data and/or software providedby the mediation system 10 to the mediation subscriber communicationdevice 16 based upon the type of text messaging being used.

Block 629 illustrates a step used in an alternate embodiment whereby themediation system 10, and not the mediation subscriber communicationdevice 16, provides the text message to the calling device. Note thatthe last option of Table 3 indicates to the mediation system 10 that notext message is to be sent by the mediation system 10, only thepredefined text message.

The first option of Table 3 anticipates that the user of the subscriberdevice may be willing to allow a subsequent call from the calling deviceto be answered, or otherwise handled differently, if it is urgent, orotherwise desired by the caller. One embodiment of such an offering isillustrated in FIG. 20, where at step 631 it is determined if the optionselected at the mediation subscriber communication device 16 enables theuse of such an urgent call back feature. If so, at step 632 anidentifier unique to the calling device is added to a passthru listmaintained by the mediation system. The passthru list may beincorporated in the mediation system 10 as a policy 35 e as illustratedin FIG. 7. At step 633, the user of the calling device is notified thata call back will result in the user of the mediation subscribercommunication device 16 handling the call in a different manner (e.g.answering the call). The method of FIG. 20 splits into two functionalpaths, the first including step 634. At step 634, the identifier addedto a passthru list at step 632 is removed. Generally, the identifierwill be removed from the passthru list based on the passing of someamount of time.

The second path, which is time independent of the first path includesstep 635 where a call is received from the calling device. Next at step636, the mediation system 10 checks the passthru list to determine ifthe calling device is to receive alternate handling (e.g. ring themediation subscriber communication device 16 directly). If on thepassthru list the call is processed by step 638 which performs thealternate handling. If not on the list, for example because a time outcased the identifier to be removed at step 634, the call is handled in anormal manner at step 639.

It will be appreciated that the call back feature described withreference to FIG. 20 can be implemented as part of the text messagingsequence, or as a stand alone feature. For example, one embodiment, ofenabling the subsequent request to be accepted by the subscriberincludes transmitting a text message designating instructions forsubmitting the subsequent request (e.g. a note to dial/redial aparticular telephone number).

Embodiments of the systems, apparatus and methods disclosed hereinprovide advantageous and beneficial results relative to conventionalmediation solutions. Such embodiments use all appropriate and availableresources to interact with a mediated party. It does not depend on themediated party being a mediation subscriber or having a smart phone. Thedevice independent nature, with respect to the mediated party, placesfew restrictions on the breadth of communication. Furthermore, mediationis carried out in a very similar manner, as would mediation donepersonally by the mediation subscriber.

The methods disclosed herein negotiate with mediated parties with theultimate goal of connecting the two parties. Connecting the two partiesmay be via a scheduled telephone call or a mediated service commitmentsuch as a taxi reservation. The objective of the mediation system is tocontinually and dynamically act on the behalf of the mediationsubscriber when the mediation subscriber cannot personally participatein a dynamic, personal and time-consuming manner. To this end, oneaspect is the ability to identify and analyze contextual informationassociated with the mediation subscriber and the mediated party.Accordingly, advantageous and beneficial results are achieved as aresult of separating the availability of individuals from theavailability of their respective communication devices.

Some types of the mediation subscriber communications devices, such assmart phones, include data processing capabilities. For example, somesmart phones are capable of running JAVA-based programs. It iscontemplated that such data processing capabilities will permit at leasta portion of the operations and steps of the methods disclosed herein tobe performed by the mediation subscriber communication device acting asthe mediation system rather than solely by a separate mediation system.For example, in some instances, it may be desirable and advantageous forall or some menu follow-through actions to be prepared by the mediationsubscriber communication device 16.

The various functions and components in the present application may beimplemented using an information handling machine such as a dataprocessor, or a plurality of data processing devices. Such a dataprocessor may be a microprocessor, microcontroller, microcomputer,digital signal processor, state machine, logic circuitry, and/or anydevice that manipulates digital information based on operationalinstruction, or in a predefined manner. Generally, the variousfunctions, and systems represented by block diagrams herein are readilyimplemented by one of ordinary skill in the art using one or more of theimplementation techniques listed herein.

When a data processor for issuing instructions is used, the instructionsmay be stored in memory. Such a memory may be a single memory device ora plurality of memory devices. Such a memory device may be read-onlymemory device, random access memory device, magnetic tape memory, floppydisk memory, hard drive memory, external tape, and/or any device thatstores digital information. Note that when the data processor implementsone or more of its functions via a state machine or logic circuitry, thememory storing the corresponding instructions may be embedded within thecircuitry that includes a state machine and/or logic circuitry, or itmay be unnecessary because the function is performed using combinationallogic.

Such an information handling machine may be a system, or part of asystem, such as a computer, a personal digital assistant (PDA), a handheld computing device, a cable set-top box, an Internet capable device,such as a cellular phone, and the like.

In the preceding detailed description, reference has been made to theaccompanying drawings that form a part hereof, and in which are shown byway of illustration specific embodiments in which the invention may bepracticed. These embodiments and certain variants thereof, have beendescribed in sufficient detail to enable those skilled in the art topractice the invention. It is to be understood that other suitableembodiments may be utilized and that logical, mechanical, chemical andelectrical changes may be made without departing from the to spirit orscope of the invention. For example, functional blocks shown in thefigures could be further combined or divided in any manner withoutdeparting from the spirit or scope of the invention. To avoidunnecessary detail, the description may omit certain information knownto those skilled in the art. The preceding detailed description is,therefore, not intended to be limited to the specific forms set forthherein, but on the contrary, it is intended to cover such alternatives,modifications, and equivalents, as can be reasonably included within thespirit and scope of the appended claims.

1. A method for facilitating mediated communication between users ofcommunication devices, the method comprising: receiving a request forvoice-based communication from a first communication device of a callingparty, wherein the request for voice-based communication requestscommencement of a telephone call between the first communication deviceof the calling party and a second communication device of a calledparty; in response to receiving the request for voice-basedcommunication, automatically determining whether the first communicationdevice of the calling party supports communication via a text messagingprotocol; in response to determining that the first communication devicesupports communication via the text messaging protocol, causing aresponse option to be displayed on a display of the second communicationdevice of the called party, for selection by the called party, whereinthe response option allows the called party to request transition fromvoice-based communication to text-based communication; in response toselection by the called party of the response option requestingtransition from voice-based communication to text-based communication,transmitting a voice-based message from a mediation system to the firstcommunication device of the calling party, wherein the voice-basedmessage notifies the calling party to expect to receive a text-basedresponse at the first communication device; and in response to selectionof the response option by the called party, transmitting the text-basedresponse to the first communication device of the calling party via thetext messaging protocol.
 2. The method of claim 1, further comprising:automatically terminating the telephone call after transmission of thevoice-based message from the mediation system to the first communicationdevice of the calling party.
 3. The method of claim 1, wherein theoperation of transmitting a voice-based message from a mediation systemto the first communication device of the calling party furthercomprises: automatically informing the calling party of a procedureleaving a voice-based mail message for the called party.
 4. The methodof claim 1, further comprising: receiving, at the mediation system, amediation bypass notification from the second communication device; andfacilitating presentation of a mediation bypass follow-throughnotification at the first communication device in response to receivingthe mediation by-pass notification, wherein the mediation bypassfollow-through notification informs the calling party that the calledparty may accept a subsequent telephone call from the calling party. 5.The method of claim 4, further comprising: facilitating a mediationbypass time-out operation for limiting a duration of time for providingmediation bypass for the calling party.
 6. The method of claim 1,wherein the operation of determining whether the first communicationdevice supports communication via a text messaging protocol comprises:determining whether the first communication device supports a protocolselected from the group of text messaging protocols consistingessentially of a Short Text Messaging protocol, an Internet AddressMessaging protocol, a Multi Messaging Service protocol, an EnhancedMessaging Service protocol and an instant text messaging protocol. 7.The method of claim 1, wherein the operation of determining whether thefirst communication device supports communication via a text messagingprotocol comprises: identifying at least a portion of a deviceidentifier associated with the first communication device on a list ofdevice identifiers capable of communicating via the text messagingprotocol.
 8. The method of claim 1, wherein the operation of causing aresponse option to be displayed on a display of the second communicationdevice of the called party comprises: causing the second communicationdevice to display a list of system-defined text message follow-throughoptions for selection by the called party.
 9. The method of claim 8wherein the operation of causing the second communication device todisplay a list of system-defined text message follow-through optionscomprises: displaying an option to request transmission of a predefinedtext message to the calling party.
 10. The method of claim 3, furthercomprising: automatically causing the voice-based mail message to berecorded for the called party, in response to expiration of a prescribedduration of time after delivery of the voice-based message informing thecalling party of the procedure for leaving the voice-based mail messagefor the called party.
 11. The method of claim 1, wherein the operationof transmitting the text-based response to the first communicationdevice of the calling party comprises: transmitting the text-basedresponse from the mediation system to the first communication device ofthe calling party.
 12. The method of claim 1, wherein the operation oftransmitting the text-based response to the first communication deviceof the calling party comprises: transmitting the text-based responsefrom the second communication device of the called party to the firstcommunication device of the calling party.
 13. The method of claim 8,wherein the operation of causing the second communication device todisplay a list of system-defined text message follow-through optionscomprises: causing the second communication device to display an optionfor the called party to request a call-back from the calling party; andcausing the second communication device to display an option for thecalled party to request a text message response from the calling party.14. The method of claim 13, wherein the operation of causing the secondcommunication device to display a list of system-defined text messagefollow-through options further comprises: causing the secondcommunication device to display an option for the called party torequest a specified informational response from the calling party. 15.The method of claim 13, wherein the operation of causing the secondcommunication device to display a list of system-defined text messagefollow-through options further comprises: causing the secondcommunication device to display an option to notify the calling partythat the called party intends to initiate a voice-based return call at alater point in time.
 16. The method of claim 13, wherein the operationof causing the second communication device to display a list ofsystem-defined text message follow-through options further comprises:causing the second communication device to display an option to notifythe calling party of an alternate contact number for the called party.17. The method of claim 1, wherein the operation of transmitting avoice-based message from a mediation system to the first communicationdevice of the calling party, further comprises: transmittingnotification to the first communication device of the calling party of aprocedure for leaving a voice-based mail message for the called party.18. The method of claim 17, further comprising: displaying afollow-through option on a display of the first communication device ofthe calling party, for selection by the calling party, wherein thefollow-through option allows the calling party to initiate recording ofthe voice-based mail message.
 19. A method for facilitating mediatedcommunication between users of communication devices, the methodcomprising: receiving a request for voice-based communication from afirst communication device of a calling party, wherein the request forvoice-based communication requests commencement of a telephone callbetween the first communication device of the calling party and a secondcommunication device of a called party in conjunction with receiving therequest for voice-based communication from the first communicationdevice of the calling party, displaying a text messaging follow-throughoption on a visual display of the second communication device, whereinthe text messaging follow-through option allows the called party torequest transition from voice-based communication to text-basedcommunication; in response to selection by the called party of the textmessaging follow-through option requesting transition from voice-basedcommunication to text-based communication, automatically causing avoice-based message to be transmitted to the first communication deviceof the calling party, wherein the voice-based message notifies thecalling party to expect to receive a text-based response at the firstcommunication device; and in response to selection of the text messagingfollow-through option by the called party, automatically causing thetext-based response to be transmitted to the first communication deviceof the calling party via the text messaging protocol.
 20. The method ofclaim 19, wherein the operation of automatically causing a voice-basedmessage to be transmitted to the first communication device of thecalling party comprises: transmitting the voice-based message from thesecond communication device.
 21. The method of claim 19, wherein thevoice-based message also notifies the calling party of a procedure forleaving a voice-based mail message for the called party.
 22. The methodof claim 19, wherein the operation of displaying a text messagingfollow-through option on a visual display of the second communicationdevice comprises: displaying a mediation bypass follow-through option onthe visual display of the second communication device, for selection bythe called party to inform the calling party that the called party mayaccept a subsequent telephone call from the calling party.
 23. Themethod of claim 22, further comprising: facilitating a mediation bypasstime-out operation for limiting a duration of time for providingmediation bypass for the calling party.
 24. The method of claim 19,wherein the operation of automatically causing a voice-based message tobe transmitted to the first communication device of the calling partycomprises: causing a mediation system to transmit the voice-basedmessage to the first communication device.